Senior Director, CX Strategy

Primary Purpose

The Senior Director, CX Strategy will help grow our brand reputation in the market and drive brand CX efforts to support and drive a premium brand experience. Responsibilities include analyzing consumer insights, working across cross functional teams to create CX road maps, crafting plans for creative teams to help build meaningful brand experiences, developing guidelines and road mas to promote our brand across various channels and launching CX initiatives to help resolve consumer pain points and elevate our brand experience. This role will ensure our brand experience is consistent across all online and offline channels, unlock obstacles that prohibit the best consumer experience possible across offline and online channels, and drive brand strategy across every consumer touch point.

This is a hybrid position requiring 3 days a week onsite at our headquarters in Newton, MA.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Job Summary:

We are looking for a Senior Director of CX Strategy to help us grow our brand reputation in the market and drive brand CX efforts to support and drive a premium brand experience.

Responsibilities include analyzing consumer insights, working across cross functional teams to create CX road maps, crafting plans for creative teams to help build meaningful brand experiences, developing guidelines and road mas to promote our brand across various channels and launching CX initiatives to help resolve consumer pain points and elevate our brand experience.

To be successful in this role, you should have experience with CX management, a proven track record of resolving consumer pain points with CX strategies, brand management, and implementation experience driving effective solutions across all marketing channels.

You will ensure our brand experience is consistent across all online and offline channels, unlock obstacles that prohibit the best consumer experience possible across offline and online channels, and drive brand strategy across every consumer touch point.

Key Responsibilities:

• Develop and Implement CX Strategy: Design and execute a customer experience strategy that aligns with the company's goals and objectives. Identify key customer touchpoints and ensure a consistent and positive experience across all channels.
• Customer Insights and Analytics: Utilize customer feedback, surveys, and data analytics to gain insights into customer needs and preferences. Use these insights to drive continuous improvement in the customer experience.
• Cross-Functional Collaboration: Work closely with marketing, sales, product development, and customer support teams to ensure a unified approach to customer experience. Facilitate communication and collaboration between departments to address customer pain points and enhance the overall experience.
• Customer Journey Mapping: Create and maintain detailed customer journey maps to identify opportunities for improvement and innovation. Ensure that all customer interactions are seamless and aligned with the CX strategy.
• Performance Metrics and Reporting: Establish and monitor key performance indicators (KPIs) related to customer experience. Provide regular reports and updates to senior management on the effectiveness of CX initiatives and recommend adjustments as needed.
• Training and Development: Develop and deliver training programs for employees to ensure they understand and can effectively implement the CX strategy. Foster a customer-centric culture within the organization.
• Innovation and Best Practices: Stay up-to-date with industry trends and best practices in customer experience. Identify and implement innovative solutions to enhance the customer journey and stay ahead of competitors.

CX Mandatories:

• Responsible for identifying brand consumer experience journeys across consumer touchpoints (primarily our center enrollment, app, and website experiences.)
• Identify consumer CX pain points and work to resolve those pain points across cross functional teams that will help drive brand engagement and drive business growth.
• Serve as key liaison to identify and own key/annualized CX initiatives from identification to resolution across multiple teams and leaders.
• Accountable for centralizing CX reporting to ensure the CX discipline is initiative-taking and responsive to brand experience pain points.

• Customer journey mapping –Identify customer interaction touchpoints and the challenges consumer abrasion at each touch point.
• CX strategy development – Partner and lead cross functional teams across account management, product development, marketing, and sales, to identify strategies to enhance the customer experience. Construct resolve and bring resolution and optimal experience structure to life with key partners.
• Data analysis and reporting – Deliver qualitative and quantitative data from various sources to identify areas of improvement. These include feedback surveys, focus groups, and one-on-one interviews. Retrieve actionable insights from the available data and create meaningful reports to help other departments make data-driven CX-related decisions.

Brand Mandatories:

• Responsible for driving Enterprise CX brand strategy across all lines of business, channels, and brand assets.
• Accountable for brand compliance and brand standardization process.
• Leverage feedback from consumers and analyzing consumer behavior to elevate our brand positioning strategy.
• Support and drive creative strategy to craft and differentiate our brand strategy across CX  brand marketing efforts inclusive of constructing creative briefs, briefing our creative team about marketing projects and being accountable for the RACI of approvals toward asset completion and launch.

Minimum Qualifications:

• 10 years of CX strategy experience
• Bachelor’s degree in Business, Marketing, or related field

Preferred Qualifications:

• Strong analytical skills and the ability to interpret customer data and feedback.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong project management skills and attention to detail.
• Passion for delivering exceptional customer experiences.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance